Policies

Shipping & delivery

This Shipping Policy applies to Orders placed directly through the Quiet Altitude website at quietaltitude.com and forms part of the Terms and Conditions of Sale of PIXTA VIETNAM COMPANY LIMITED (“PIXTA VIETNAM”).

PIXTA VIETNAM currently provides delivery only to addresses within Vietnam.

1. Order Processing Time

For a confirmed Order, PIXTA VIETNAM expects to hand over the Products to the logistics provider within three (03) Business Days from Order Confirmation, except for:

a) pre-order Products;

b) seasonal Products;

c) limited-release Products; or

d) Products for which another processing period is stated on the Product page.

The processing period refers to the time required for PIXTA VIETNAM to prepare and hand the Order over to the logistics provider. It does not include the logistics provider’s delivery time.

2. Delivery Methods and Logistics Providers

PIXTA VIETNAM currently supports:

a) Standard Delivery: through Grab and/or another logistics provider selected by PIXTA VIETNAM based on delivery location and service coverage; and

b) Express Delivery: available for certain addresses in Hanoi through Ahamove, Grab Express or another supported logistics provider at the time of ordering.

Availability of a particular delivery method depends on the delivery area, ordering time, operational status of the logistics provider and other practical conditions.

The applicable delivery method and shipping fee will be displayed or communicated to the Customer before Order Confirmation.

3. Estimated Delivery Times

Estimated delivery time is calculated from the time the Order is handed over to the logistics provider:

The above timeframes are estimates and do not constitute a guarantee of delivery on a specific date.

Actual delivery times may vary due to:

a) the service coverage or operating schedule of the logistics provider;

b) weather, traffic or geographical conditions;

c) public holidays, Tet or other non-working periods;

d) incomplete or inaccurate delivery information;

e) information requiring additional verification;

f) force majeure or events outside reasonable control; or

g) other circumstances communicated to the Customer.

Where the estimated delivery time materially changes for a confirmed Order, PIXTA VIETNAM will notify the Customer within a reasonable period after receiving information regarding the change.

4. Delivery Area

PIXTA VIETNAM supports delivery only to addresses within Vietnam that fall within the service coverage of the relevant logistics provider.

Certain remote, rural, island or special-service areas may:

a) require longer delivery times;

b) incur different shipping charges; or

c) be temporarily or permanently outside the available service area.

Where the Website can identify that a delivery address is outside the available service area during checkout, the Customer will be notified before completing the Order.

Where PIXTA VIETNAM only discovers after submission of an Order that delivery cannot be completed, PIXTA VIETNAM will contact the Customer to discuss an alternative delivery address or cancellation and refund.

Quiet Altitude currently does not provide direct delivery to addresses outside Vietnam.

5. Shipping Fees

Shipping fees are determined based on factors relevant to each Order, which may include:

• delivery address;
• Order size or weight;
• delivery method; and
• logistics provider.

The applicable shipping fee is displayed at the Order review stage before the Customer confirms the Order.

Unless otherwise announced:

a) standard delivery is free where the total Product value after applicable discounts and promotions exceeds VND 800,000;

b) free shipping is applied automatically where the Order satisfies the relevant conditions; and

c) express delivery is not eligible for free shipping and will be charged at the amount displayed before Order Confirmation.

6. Delivery to Hotels or Other Accommodation

Customers requesting delivery to a hotel or other accommodation must provide complete and accurate:

a) hotel or accommodation name;

b) address;

c) recipient’s full name;

d) room number, where available and permitted by the accommodation;

e) contact phone number; and

f) expected check-out date.

To reduce the risk of delivery after departure, Customers should place Orders at least:

• six (06) Business Days before the expected check-out date for addresses in Hanoi; and
• eight (08) Business Days before the expected check-out date for addresses in other provinces or cities.

These periods are recommendations only and do not guarantee a specific delivery date unless otherwise confirmed by PIXTA VIETNAM.

Where delivery is attempted within the estimated period but cannot be completed because the Customer has already left the accommodation, supplied incorrect or incomplete information, or the accommodation refuses to accept the parcel for reasons not attributable to PIXTA VIETNAM, the Order may be returned.

Any refund may be reduced by reasonable actual shipping and return costs arising from the failed delivery, provided such costs were disclosed or can be determined under the applicable delivery arrangements.

Such deduction will not apply where failed delivery was primarily caused by PIXTA VIETNAM or a party for whose conduct PIXTA VIETNAM is legally responsible.

7. Delivery Tracking

After an Order is handed over to the logistics provider, PIXTA VIETNAM will provide the Customer with a tracking number, tracking link or other tracking information where available.

The logistics provider is responsible for providing or updating delivery status through its own system and within the scope of its services.

Where a Customer cannot track an Order or identifies unusual delivery information, the Customer may contact PIXTA VIETNAM for assistance.

8. Inspection Upon Delivery

Upon receiving an Order, Customers are encouraged, to the extent permitted by the logistics provider, to inspect in the presence of the delivery person:

a) the external condition of the parcel, box or shipping packaging;

b) the number of Packs or Products delivered compared with the Order; and

c) visible signs of damage, tearing, dents, moisture or other abnormalities.

To preserve Product quality and safety, inspection does not include opening or breaking the seal of a coffee bag unless otherwise instructed by PIXTA VIETNAM.

Customers are encouraged to take photographs or record a video where abnormalities are identified.

Failure to take photographs or video does not deprive the Customer of the right to submit a complaint or request an exchange or return where other supporting evidence is available.

9. Completion of Delivery and Transfer of Risk

An Order is considered delivered when the Products are physically delivered to:

a) the Customer at the registered delivery address;

b) a recipient designated by the Customer; or

c) reception staff, an authorised receiving department or another person authorised to receive deliveries at a hotel, accommodation or other delivery location designated by the Customer.

Risk of loss or damage transfers to the Customer upon completion of delivery as described above, except where applicable law provides that PIXTA VIETNAM remains responsible for the relevant loss, damage or Product defect.

Successful delivery does not affect the Customer’s rights regarding incorrect, defective, damaged or otherwise non-conforming Products.

10. Failed Delivery

Where the logistics provider cannot complete delivery, the logistics provider and/or PIXTA VIETNAM may contact the Customer to arrange another delivery attempt subject to the logistics provider’s procedures.

An Order may be returned to PIXTA VIETNAM where:

a) recipient information or the delivery address is inaccurate or incomplete;

b) the recipient cannot be contacted after reasonable attempts under the logistics provider’s procedures;

c) the recipient refuses delivery in circumstances not covered by a lawful right of refusal;

d) the delivery location refuses to accept the parcel; or

e) delivery cannot otherwise be completed for reasons not attributable to PIXTA VIETNAM or a logistics provider for whose acts PIXTA VIETNAM is legally responsible.

Where an Order is returned for reasons attributable to the Customer, any refund may be reduced by reasonable actual costs incurred for delivery and return shipment.

PIXTA VIETNAM will not deduct such costs where the failed delivery was primarily caused by PIXTA VIETNAM or a party for whose conduct PIXTA VIETNAM is legally responsible.

Where the Customer still wishes to receive the Products after the Order has been returned, redelivery shall be subject to agreement and may incur an additional shipping fee.

11. Delivery Interruptions

Delivery or supply may be delayed, suspended or interrupted due to circumstances including:

a) Website or system maintenance;

b) technical incidents involving PIXTA VIETNAM, banks or logistics providers;

c) severe weather, natural disasters, epidemics, infrastructure disruption or other events outside reasonable control;

d) decisions or requirements of competent authorities;

e) quality or safety issues affecting the relevant Product or Product lot; or

f) seasonal or objective supply shortages.

Where a material delay or interruption affects a confirmed Order, PIXTA VIETNAM will notify the Customer and provide available options, which may include:

• continuing to wait for delivery based on an updated timeframe; or
• cancelling the unfulfilled portion and receiving a corresponding refund.

12. Contact

For delivery-related enquiries:

PIXTA VIETNAM COMPANY LIMITED
Email: quietaltitude@pixta.co.jp
Hotline/Zalo: 0964858058
Business Hours: 9:00–17:00, Monday–Friday

This Shipping Policy should be read together with Quiet Altitude’s Terms and Conditions of Sale. In the event of any inconsistency, the current Terms and Conditions of Sale shall apply unless otherwise required by applicable law.